CLOSED: Quidco Question and Answers - please see new thread

littlewren · 8 September 2011 at 3:31PM

Hi Jules,

Like niandsa, I took out the t-mobile deal at the end of June. Mine tracked but was then declined. I raised a query and was recently told by you on here that it may be September until I hear something. I notice on another board on here that some people had theirs confirmed now just a few days ago but not me still.

Have you any idea why some people have had their claims sorted this month but not me, please? It's so disappointing, to say the least.

DazzlerG · 8 September 2011 at 7:40PM

Evening all,

I raised my claim on 19 May for £50 cashback and have waited patiently since then. Having raised a query with Quidco recently, I was told that Quidco had submitted my claim on 12 July and I would have to wait for 2-3 months from then.

OK, I guess I can reasonably expect the cashback soon (I hope so anyway), but I don't understand why they waited for 2 months to submit my claim?

Is this normal practice?

Thanks,

Darren

chanz4 · 8 September 2011 at 8:23PM

Why has the scottish power cash back issue still not been resolved?

GlasweJen · 8 September 2011 at 11:23PM

I've had claims sitting at "tracked" since the 01/01/11, is there a way I can speed up the payment process?

mealeys · 8 September 2011 at 11:58PM

I have had an email confirming tracking for a purchase of £2500 odd which I HAVEN'T made! Its made me very anxious and I've emailed Quidco, just waiting on a reply. This has me very worried and I've called my 2 credit card companies to check if anything debited to my card. Anyone else had any problems like this?

StormSurge_2 · 9 September 2011 at 2:14AM

I purchased an iPhone black on contract with 3 on the 'one' plan in May and was due £109 cashback and also my sky subscription in June which was for £150 cashback.
I have a shiny new phone and Sky, unfortunately both cashbacks have been declined... without meaning to point fingers..... my dominoes pizza ones seem to work and they are only pennies... why does my smaller purchases work but not the larger ones? I'm getting a bit fed up with it not paying up and have heard from lots of others that they are facing the same issues. I have tried to appeal but never got any replies back apart from a standard copy-paste reply.

quidco_Company_Representative · 9 September 2011 at 8:52AM

Good morning,

@Peter Kendrick – I’m sorry to hear your cashback was declined. As you raised your claim for a June purchase, we will have had to hold on to it, as advised in the on screen message when you raised your claim, until 90 days after the purchase date. Your claim will therefore be sent to them for processing this month. We’re always happy to send off a claim for you when cashback is declined and we will be asking AA to review their decision or at the very least give us the reason for the decision to decline.

@niandsa & @littlwren – I can understand your concern, but I don’t think there is anything to worry about at the moment. Claims resolutions generally arrive in monthly batches from the network. As your claims were raised in July, they probably missed the deadline for the last batch of resolutions and will be in the next one.

If you select the following question in our contact form on the help page, you can go through to the Quidcare Team and ask them if the claim has been approved. If it has, at least you will be reassured that all we’re waiting for is the cashback to arrive later this month or early next. I can’t deal with individual account queries on here so this is general advice, but they will be able to advise you.

Why hasn't my cashback claim updated to confirmed yet?

@DazzlerG – I can explain that. You don’t mention which retailer the claim was for, but all retailers have a waiting period during which they won’t accept claims. This is because the purchase will still be going through a validation process. These waiting periods vary depending on the retailer and the type of product bought, and as a rule insurance and other financial type purchases have a 90 - 180 day waiting period, running from the date of purchase. Purchases of goods from High Street retailers tend to have a 30 day waiting period.

We used to ask customers to wait until the waiting period ended before raising a claim but we found that people were forgetting. This caused a lot of concern and distress so last year we started to advise customers to raise a claim if a purchase hasn’t tracked after 3 days (unless otherwise stipulated in the retailer’s terms and conditions) so that we can hold on to it until the waiting period ends. Once we have a resolution to your claim we’ll write to you to let you know.

@chanz4 – This is a very unfortunate delay and we had hoped to have it resolved by now. Scottish Power is looking into it for everyone affected and we did recently send a message to everyone via ticket, at Scottish Power’s request. Please let me know on here if you didn’t receive this, making sure to include your Quidco user name so that the administration team can be advised.

@GlasweJen – that is a long time and I’m sorry about that. Can you also contact the Quidcare Team via the question advised at the top of this response please?

The Quidcare Team will be able to tell you if there is a known delay or if we need to investigate for you.

@mealeys – We need to look at that for you. I don’t know your Quidco user name though. Can you please forward the email to me at [EMAIL="juliewells@quidco.com"]juliewells@quidco.com[/EMAIL] – mark it MSE – URGENT! in the subject box and be sure to include your user name.

I hope you all have a good weekend.

Kind regards,

Jules

quidco_Company_Representative · 9 September 2011 at 9:06AM

Hi,

Sorry @StormSurge - I missed your post!

You don't say if you have actually raised a cashback claim for each of your declined purchases. The cashback is declined by the retailers and not by Quidco, but we are always happy to go back to them via a claim, as we don't like cashback to be declined either. If you've had cashback declined due to the referral fee being paid elsewhere, then this generally means that you had a cookie on your browser from another referrer when you made your purchase and, if a retailer has paid the commission elsewhere, we won't receive anything to pass on to you as cashback.

However, if your cashback is declined after a claim has been raised due to your not having met terms and conditions or having cancelled or change the purhcases, and you are sure this is an incorrect decision, we will go back to challenge it for you. To enable us to do this for you can you please contact the Quidcare Team via the following question in the contact form on our help page:

"Why has my cashback been declined?"

As you don't give the full circumstances here, I can't advise you specifically, but I hope that this has helped.

Kind regards,

Jules

Bugalugs · 9 September 2011 at 11:17AM

I've contacted Quidco about a Hilton cashback claim. I pre-paid for my stay on March 15th and the actual stay was in May. It's now 6 months later(!) and have been informed by Quidco that Hilton are "a couple of weeks behind" with their processing..... A couple of weeks? Why are they allowed to take so long in the first place?
I'm also waiting for my 'Uswitch' claim to change to 'declined'. Not because it didn' happen, but because it says in the smallprint that Uswitch would phone me to confirm that switch and that this was part of the cashback T&C. I haven't received a call from Uswitch and can give 100% assurance that I haven't had any 'missed calls'.
I remember when I worked in marketing we looked into joining Quidco as a retailer and there were lots of questions around how much business we would bring in but nothing around how promptly we would process our cashback. Surely retailers should be made to process claims within agreed timescales?

littlewren · 9 September 2011 at 12:30PM

Hi Jules,

Thankyou for your reply. I did actually ask on Quidco's page why other people's claims had been resolved for T-Mobile, but unfortunately the reply I received didn't answer my question at all! It simply said 'they could see my claim is still outstanding as shown on my Accounts page.' Very frustrating.

I tried to click on the link you gave in your last post: Why hasn't my cashback claim updated to confirmed yet? but it requires admin log in so authorisation was denied. Is there another link you could give please?

Many thanks.

CLOSED: Quidco Question and Answers - please see new thread

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